Complaints

This profile includes complaints for PetSmart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PetSmart

  19601 N 27th Ave Phoenix, AZ 85027-4008

• 

  PetSmart

  250 Grossman Dr Braintree, MA 02184-4954

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  PetSmart

  1201 Barbrajordan blvd Austin, TX 78723

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  Petsmart

  2458 Central Park Ave Yonkers, NY 10710

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  PetSmart

  1020 Veterans Pkwy Ste 900 Clarksville, IN 47129

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern regarding the grooming appointment for my dog at your Petsmart location on June 28, 2025, scheduled for 10:30 AM. The appointment was for a standard bath and brush, along with a de-shedding treatment using the FURminator. These services typically take 23 hours based on my past experiences.However, I did not receive any communication from your team after dropping off my dog. I ultimately had to call around 4:00 PM to check on his status, at which point I was informed that he had been ready for some time and that the team had forgotten to notify me. I was also informed that his nails were trimmed as a courtesy, although I did not request this service and his nails were already ground down prior to the appointment.When I arrived to pick him up, I immediately noticed that he was limping and visibly distressed. He refused to get into the car for approximately 40 minutes. I ultimately had to enlist the help of a bystander after he screamed loudly when I tried to lift him into the car. This level of distress is extremely concerning and not typical of his *********** dog has been a regular grooming client at this Petsmart location since I adopted him in 2019, and we had previously received reliable service. However, since the recent change in management, Ive observed a noticeable decline in care and professionalism. The current manager, ****, has handled concerns with a dismissive and disrespectful attitude. During a recent phone conversation regarding my dogs condition, **** abruptly hung up when we mentioned filing a formal report about the incident.This experience has left me deeply concerned for my dogs well-being and disappointed in the way my concerns have been handled. I respectfully request that this matter be investigated and addressed appropriately.

  Business Response

  Date: 07/04/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We have taken note of their concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would however, appreciate a bit more time  to complete our research to ensure we can fully resolve the issue.
   
  We apologize for any inconvenience this may have caused as we continue to resolve the Pet Parent's concerns.  
   
  Thank you again for choosing PetSmart.
  
  
  PetSmart *********************** Team 

• Initial Complaint

  Date:06/28/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Few days ago we purchased a Parakeet from ************************, ****** stored. Sticker price for members was $29.99 but store charged us $39.99 and for this purchase we used points worth $12. After receiving bill we informed manger that we are charged incorrect amount. Manager cancelled the order and generated invoice for $29.99. But in this process we lost our $12 worth of points. For store billing error we should not be loosing our points. Please credit back the points.

  Business Response

  Date: 07/04/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We have taken note of their concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would however, appreciate a bit more time  to complete our research to ensure we can fully resolve the issue.
   
  We apologize for any inconvenience this may have caused as we continue to resolve the Pet Parent's concerns.  
   
  Thank you again for choosing PetSmart.
  
  
  PetSmart Corporate Customer Care Team 

  Customer Answer

  Date: 07/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23530702, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Nitin Malhotra
  
  
  
   
  

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Botched Dog Grooming. On Monday June 9th at 1:30 p.m. I took my dog ******** to Petsmart in ********, **. After reviewing my dog's coat. The tech and I decided to do a no 5 cut. I stressed at that time that I did not want my dog's coat to be completely removed. He had some mats but nothing to the level where he needed to be cut so low because he is brushed and combed out twice a week. Of course, they have it set up that you pay before you see your dog because they know that they probably wouldn't get paid with the work product. I was almost to tears when I saw my dog and how choppy his coat looked. I was also appalled at the fact that the store would only give a $20 adjustment. I have tried to reach out to their headquarters twice by phone to resolve this and to this date have not received a called back from anyone. I want a full refund for this hatchet job on my dog's coat. It will take me taking him somewhere else at least a couple times to even out this is mess. I'm so upset. I will never go to Petsmart again and want my name removed from their system.

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to PetSmart's Corporate Office.
  
  We appreciate your patience while we reviewed your concerns. After conducting a thorough review, we have found the haircut was reviewed and approved at drop off. We did provide a partial refund as an act of good faith.
  
  We regret to inform you that we will not be offering any additional refunds. We understand that this may come as a disappointment to you. We value your feedback, and it's important to us that we can be of service to you in the future.
  
  If you have any further concerns, please do not hesitate to contact us. At PetSmart, we value our customers and strive to offer the best customer service possible.
  
  Sincerely,
  
  *****
  PetSmart ***********************

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wednesday May *******, I took my dog to the PetSmart *************************** to have his nails trimmed. The salon mgr and the other groomer came out from the back room. The mgr. took the second table to right and the other groomer took the first table on the left. The much older lady took my 90-pound dog to the last table on the left. The older lady could not lift my dog, so she put his two front paws directly on the middle of table then she started to pick his rear up as she was picking him she pushed his body forward his right paw fell off and he went crashing into the table hitting his face, throat and chest. Neither one of the two other groomers turned around or came to help her hearing the loud crash into the grooming table. The woman was really upset. She then got him up on the table and attached the grooming strap around his neck and then grabbed his paw to trim his nails. The dog was frightened from being dropped on his face, and how roughly she got him on the table. So when she roughly grabbed his paw his rear end fell off the back of the table and he was now hanging from the neck from table strap. His front legs were up in the air. Neither woman turned around. I started to yell at them to help her. The salon mgr never looked up or at me and told the groomer at the first table to go help her with my dog . By this time the older lady had the dog back on the table. Neither one of them saw what happened. I took my dog to the vet on May 20 because he was crying in pain. He could not turn his head because his neck was injured from being hung from the groomer's strap. They wanted to do X-ray , ultra-sound or a mri. to check for spinal fracture or internal bleeding. I could not do it because one test alone is $1500. They gave him pain med. I then had to take him back because he was throwing up blood, clots and ****** stools. Vet recommended Xray mri ultrasound. It cost me $1312.45 without the test. PetSmart refunded $294.35 of $1312.45

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the pet parent for sharing their feedback with us.  Our Pet Advocate has been in contact with the pet parent.  We have offered a partial refund of the vet bills.  We have requested additional vet invoices and notes to be provided but have not received them yet.  Once the pet parent provides them, we will be more than happy to discuss their additional concerns.
  
  At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I came in May 17th for my dogs to be groomed. I came in late that morning and was told they could still take my dogs that morning by the manager ********. They told told me the groom takes 2-3 hours. I told them I was going out of town for 2pm. I called before 2pm and was told by the manager that my younger dog would not be ready til 3pm if I want her hair cut. This because she booked for the afternoon after telling me she could take both my dogs still that morning. I get there and they bring out my older dog and show me that her back toe nail could not be cut off all the way because the nail was curved. If this is the case they should have not attempted to cut the nail. Then because Ive been sick I came in today to talk to the manager DJ, and he was annoyed with me wanting a refund for the bad serves because back in 2023 I received a refund at another location. WILL NEVER RETURN HERE AGAIN FOR GROOMING.

  Business Response

  Date: 06/16/2025

  We thank the pet parent for sharing their feedback so we can address their concerns.  We are sorry to hear about the poor experience this pet parent had with their grooming experience.  Our store leadership offered a partial refund of the services we were unable to complete.  At PetSmart, we are committed to providing exceptional customer service and ensuring every pet parents' satisfaction.

  Customer Answer

  Date: 06/16/2025

  I do not appreciate the groomer harming my dog and not documenting cutting my dog Bella back nail down to the inside of the nail. That is a problem, I deserve refund for her groom due to me having to be stressed about my older dog health because of the groom by Petsmart. 

  Business Response

  Date: 06/19/2025

  We appreciate the Pet Parent's patience while we worked to address their concerns. We understand the Pet Parent was not satisfied with the original resolution. In good faith, a full refund was issued back to the Pet Parent.

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered dog training on April 3rd from a local PetSmart trainer for training sessions that would start on the 12th of April. On April 10th, I contacted PetSmart to inform them that I needed to cancel the training due to military requirements that would necessitate my absence from the scheduled training slots. The customer service *** said that they would pass the message along to the trainer and that the cancellation was within the refund period. Two days later, on the day of the training session, a ***resentative called to inform me that the trainer had been hospitalized and would reschedule all her sessions. I told the *** that I had already called to cancel my training. Since I hadn't heard from the trainer, I called again on the 17th and reiterated the cancellation request. I received a voicemail on the 19th from ******, the trainer, saying that she received a request to reschedule and would like to discuss future training sessions. I called back on the 19th and 26th of April and three additional times in May to reiterate that I wasn't interested in rescheduling and that I'm only interested in the cancellation and refund. None of those phone calls or messages were returned. I last contacted the store on Wednesday, June 4th, and have yet to hear back from anyone.

  Business Response

  Date: 06/13/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the pet parent for sharing their feedback with us. We are sorry to hear about their poor experience with your refund. We apologize for any inconvenience this may have caused. We forwarded this concern to our store leaders for assistance, who were able to connect with the Pet Parent to address their concerns. 
  
  We extended and the pet parent accepted a full refund which was processed 6/13/2025..
  
  We appreciate the pet parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every pet parents' satisfaction. We thank the pet parent again for choosing PetSmart, and hope to serve them again in the future.
  
  
  Sincerely,
  
  
  PetSmart *********************** Team 
  
  

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:06/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for guaranteed same-day delivery (7:30 PM9PM) on June5, 2025 (Order#**********). The delivery never arrived, despite multiple calls to ************* where I was repeatedly told it was on the way. I received a refund of $9.42 for the order itself, but when I requested a $25 promotional credit to fairly compensate for my lost billable hours, that request was deniedeven though supervisor Liame referenceIMS0904007 told me it was within his authority. Subsequent escalations (including a corporate email and a call with Jasmine) yielded no resolution.

  Business Response

  Date: 06/12/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the Pet Parent for sharing their feedback with us.  On 6/12, via email we communicated with the pet parent [email protected] about their concerns. We extended a $75 e-gift card and sent it to the same email address.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely,
  
  Julia
  PetSmart Corporate Customer Care

  Customer Answer

  Date: 06/13/2025

  I have been waiting over 24 hours for $75 gift card and am still waiting past what was stated in received email. I checked both inbox and junk folder

  Business Response

  Date: 06/17/2025

  Thank you for reaching out to PetSmart Corporate Care.

  We appreciate the pet parent for sharing their feedback with us. On 6/12, via email we communicated with the pet parent at [email protected] about their concerns. 
  
  On 6/13, we called and left a voicemail for the pet parent at 215-260-4278 extending a & 75 e-gift card. The gift card was sent by email to [email protected] on 06/13, along with a request to contact us if they did not receive the gift card. We have not received a response from the pet parent regarding this matter. 
  
  We appreciate the pet parent's patience and understanding while we worked to resolve their concerns. If the pet parent has any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring customer satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely,
  
  Julia
  PetSmart Corporate Customer Care

   

   

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2025 June 05 - message to complaint department @ the BBB These were and are my concerns as to why I cancelled the order & request a refund:-One June 1st I placed order #********** total cost $142.77 and then cancelled it immediately, I called customer service and sent an email to confirm the cancellation.#1 of 2:- Reason for cancellation:- After the order was placed, the final invoice summary did not reflect the 3rd free item, or any mention of three items to be shipped. Memo:- I didn't know how to fix it, there were NO instruction anywhere on the initial purchase order and I didn't know until after the order was complete and the final summary issued.#2 of 2:- Reason for cancellation:- I ordered PetSmart same day delivery to qualify for the 15% discount, but after the order was placed, I realized the delivery was going to be "touch" free, which meant I would have to pick up three large boxes some where on the street. Note:- Same day delivery was not available and was postponed to the afternoon of June 2nd.If I had been given the option to leave instruction for the driver It would have read:- I am a disabled senior and request that you please NOT leave my parcels on the side walk or in the building lobby. Instead.... buzz intercom #*** & take the elevator to the 3rd floor suite #***. My reasons for the cancellation are completely justified, there was ample time for customer service to cancel the order and let the driver know. However Petsmart customer service would not allow the cancellation and forced the delivery through, which resulted in my parcels either being lost or stolen, I don't know what happened but the bottom line is:- I did NOT receive the order

  Business Response

  Date: 06/11/2025

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the pet parent for sharing their feedback with us. We forwarded this concern to ************* Team for assistance. On 6/6, we called the pet parent. Since then, have made several attempts to reach the pet parent at ************ but were unsuccessful. There wasnt a voicemail available to leave our call back information.  We also sent an email requesting them to get in touch with us. Once the Pet Parent contacts us, we will be more than happy to discuss their concerns. 
  
  We appreciate your patience and understanding while we worked to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction. 
  
  Thank you again for choosing PetSmart.
  
  Sincerely, 
  
  *****
  PetSmart Corporate *************

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *.
  
   
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the store on *********** and ******** in ***********. I own a animal sanctuary and recently rescued three 6 week old kittens. I went to buy food and was told very clearly by two employees at the time of my visit I could get a refund on any food my kittens did not like. They lied. I consider this fraud and am also filing a complaint with the consumer protection division of the ***********************. The manager, *******, was incredibly rude to me. She hung up on me over the phone saying I was rude. I was not rude. She refused to refund the cat food because I threw away the cans. She says they need proof the kittens did not eat it. Then she says they only take back unopened items. But I was told they refund if my cat would not eat it. I can't try without opening the can. Then I tried customer service and they refused. I asked for a supervisor and after waiting an hour gave up. I demand a refund and you lost my business after ten years.

  Business Response

  Date: 06/03/2025

  Thank you for contacting PetSmart Corporate Care.
  
  After reviewing the details provided by the pet parent, we believe their concern is with Petco rather than PetSmart. We also reviewed our files and were unable to find a purchase by the pet parent.
  
  We attempted to reach the pet parent at ************ but were unsuccessful. However, we left them a voicemail so they can pursue assistance from the appropriate.

  Sincerely, 

   

  PetSmart Corporate Customer Car Team 

   

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im submitting this complaint regarding a grooming appointment at PetSmart for my two Golden Retrievers, ***** and ****** I am a long-time customer and former **** member, now at Bestie status because I stopped using grooming services after a past bad experience. Despite this, I decided to give PetSmart another chance and that turned out to be a major mistake.I booked both dogs for a 1:30 PM appointment, which I was told would take about 34 hours. Instead, it took over 56 hours, without any communication about the delay.***** was groomed by ***, and I specifically asked for a scissor-only haircut, a wash, and a DeFurminator treatment. Instead, ***** received a clipper cut without my consent. His coat was uneven, he was still shedding heavily (clearly not brushed properly), his ears were soaked, and his paw pads were not trimmed. The groomer dismissed my concerns, saying she was too busy to correct anything and acted like she did a perfect job.Bella was groomed by Jadea (believed spelling). His attitude was worse, and his work was unacceptable. He didnt trim her paw pads, and her back end was left looking terrible and messy. There was so much loose fur left on both dogs that my car and home were covered in hair afterward far more than should be expected after a professional ********************* To make matters worse, Jadea left before I could speak with him about the issues.For all of this, I was charged around $230 total. I was only offered 10% off, despite voicing my concerns in person.This is not just about poor grooming its about a lack of care, professionalism, and accountability from your grooming ************ : ************************** This trend seems to be going on as there is a a new review with an even worse dog cut. The dogs are under ******* and I use my account **** for points.

  Business Response

  Date: 06/06/2025

  We appreciate the pet parent for sharing their feedback with us. We are sorry to hear about their poor experience with their pets recent grooming experience and apologize for any inconvenience this may have caused. We partnered with our Store Leadership team for assistance, who was able to connect with the pet parent to address their concerns. 
  
  We extended and the pet parent accepted a refund for their pets' grooming service. The pet parent will also be bringing their pets' back into the grooming salon to be serviced by our Salon Experience Leader to have their haircuts corrected.
  
  We appreciate the pet parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every pet parents' satisfaction. We thank the pet parent again for choosing PetSmart, and hope to serve them again in the future.

  Customer Answer

  Date: 06/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********